SUPREME MANAGEMENT CONSULTANTS

CHARLES COTTER
25 APRIL 2013
RANDBURG TOWERS

PRESENTATION
OVERVIEW
Introduction
Key points
Summary
Questions

INTRODUCTORY
LEARNING ACTIVITY
Complete the activity
Elaborate on your choice of

word association

STAKEHOLDER
MANAGEMENT
Defining Stakeholders
Stakeholder management

process

STAKEHOLDER
MANAGEMENT
PROCESS
Step 1: Identify stakeholders
Step 2: Prioritize stakeholders
Step 3: Get to know stakeholders
Step 4: Stakeholder relationship
management

STEP 1: IDENTIFY
STAKEHOLDERS
Internal
External
Differentiating factors:
Influence
Requirements
Relationships

STEP 2: PRIORITIZE
STAKEHOLDERS
The Power/Interest Grid

STEP 3: GET TO KNOW

STAKEHOLDERS
Key questions
Stakeholder Map
Blockers/critics
Supporters/Advocates

STEP 4: STAKEHOLDER
RELATIONSHIP
MANAGEMENT
Engagement strategies
Relationship-building strategies
Win-Win (mutually beneficial) relations
The Emotional Bank Account (Trust)
The 3 Cs Connection, Capability and

Concern

LEARNING ACTIVITY
Group Discussion
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Provide feedback

STAKEHOLDER CONFLICT
MANAGEMENT AND
RESOLUTION
Defining conflict
Differentiating between functional and dysfunctional

stakeholder conflict
Identifying the causes/sources of stakeholder conflict
Indicators/warning signs of stakeholder conflict
Levels of stakeholder conflict

LEARNING ACTIVITY
Group Discussion
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Provide feedback

STAKEHOLDER
CONFLICT
RESOLUTION STYLES
Competing (Shark)
Collaborating (Owl)
Compromising (Fox)
Accommodating (Teddy-bear)
Avoiding (Turtle)

STAKEHOLDER
CONFLICT
RESOLUTION STYLES

LEARNING ACTIVITY
Group Discussion
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Provide feedback

THE 4-STEP
STAKEHOLDER CONFLICT
RESOLUTION PROCESS
Step 1: Identify sources of potential and actual

conflict
Step

2:
Develop
strategies/techniques

conflict

resolution

Step

3:
Apply
strategies/techniques

conflict

resolution

Step 4: Control and review the effectiveness of the

conflict resolution strategy/technique

LEARNING ACTIVITY
Group Discussion
Complete the activity
Provide feedback

STAKEHOLDER CONFLICT
MANAGEMENT GUIDING
PRINCIPLES
Acknowledge that a difficult situation exists
Let individuals express their feelings
Define the problem
Determine underlying need.
Find common areas of agreement, no matter how small
Find solutions to satisfy needs
Determine follow-up you will take to monitor actions
Determine what you'll do if the conflict goes unresolved

CONCLUSION
Summary
Questions
Contact details:
Charles Cotter
+27 84 562 9446
charlescot@polka.co.za
Linked In
Twitter: @Charles_Cotter